Lost Pet Recovery Specialist
20 hours ago
Our Mission at Pethealth Inc. is to bring vitality to livesfurry and otherwise. This includes pets, and the people who care for them; our employees, our partners, our customers, our business and our communities.
Our crusade is for happier, healthier pets
We're building a community that empowers and informs responsible pet ownership. That helps you deal with the joys and challenges of pet ownership and supports people and organizations who loyally serve pets. Our services really are paws-itively outrageous.
Pethealth Inc. is an international leader in the provision of animal management software, RFID microchip identification, database related services for companion animals, a leading provider of pet pharmacy and pet specialty retail products and pet health insurance operating in North America and the United Kingdom.
As a member of our Lost Pet Recovery Team, you will provide the critical service of taking inbound calls regarding lost and found pets and making outbound calls to inform pet parents that have our membership product that their pet was found to reunite pets and their owners. Meeting the diverse needs of our customers requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.
Lost Pet Recovery Team is fast paced, performance-driven and rewarding. We value our advocates career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results.
**Job Duties/Responsibilities**:
- Handle inbound inquiries from members and non-members who’ve lost their pets, good Samaritans who have found lost pets, and connect them with each other through inbound and outbound calls
- Explain services based on membership levels and subscriptions
- Process membership sales when required via inbound and outbound dials - A bonus will be paid monthly for sales related to membership
- Input ownership transfers for microchipped pets to ensure that pets are associated with the proper owner
- Assist with membership info folders and other membership related work
- Cross sell when appropriate
- Other duties as assigned
**Education/Experience**:
- Minimum High School diploma or equivalent, post-secondary would be an asset
- 1-2 years of customer service experience, dealing with the general public is preferred
- Call centre experience is an asset
Required Qualifications (Certifications, Licenses, Software Programs, KSA’s):
- Exceptional telephone communication skills; able to engage with most any type of customer and speak with confidence and empathy while diffusing difficult situations
- Good technical knowledge and comfort level in a Windows environment, with strong keyboarding skills. Demonstrated ability to learn new systems and navigate multiple screens in a customer-service oriented role
- Knowledge of Microsoft Office Suite would be an asset
- Experience in a fast-paced, metrics-driven environment with a high sense of urgency
- You have demonstrated the ability to multitask in a fast-paced environment and a genuine empathetic and engaged communication style
- Strong attention to detail. Accuracy in data entry is critical when you are dealing with microchip numbers, phone numbers and pet ownership details
**Additional Qualifications**:
- The Lost Pet Recovery Queue is open 24/7/365 as an emergency customer care line. As such all Lost Pet Recovery Specialist must be available to work between the hours of 7:00 am and 9:00 pm, weekday and weekend nights, including Canadian and US Holidays.
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